Resolving Order Issues

Common Order Issues

Types of Problems

• Missing items from order
• Wrong product delivered
• Damaged or defective items
• Late or missing delivery
• Order cancelled unexpectedly
• Payment charged but no order
• Quality not as expected

Quick Resolution Stats

• Average resolution: 24-48 hours
• Success rate: 95% satisfied resolution
• Buyer protection: Full refund guarantee

Dealing with Missing Items

Immediate Steps

1. Check the package thoroughly
2. Review packing slip/invoice
3. Check if items ship separately
4. Verify order details online

Reporting Missing Items

1. Go to order details
2. Click "Report Issue"
3. Select "Missing Items"
4. Specify which items are missing
5. Upload photos of:
   • Package received
   • Packing slip
   • All items received
6. Submit report

Resolution Options

• Resend Items: Vendor ships missing items
• Partial Refund: Refund for missing items
• Full Refund: If critical items missing
• Store Credit: With bonus amount

Wrong Products Delivered

Verification Steps

• Compare with order confirmation
• Check product codes/SKUs
• Verify it's not a variant (color/size)
• Confirm delivery address correct

Reporting Wrong Items

1. Don't use or unpack further
2. Photo document everything
3. Report within 48 hours
4. Provide:
   • What you ordered
   • What you received
   • Clear photos of both

Resolution Process

• Exchange: Return wrong, get correct item
• Keep & Refund: Sometimes allowed for low-value items
• Return & Refund: Full refund after return

Damaged or Defective Goods

Types of Damage

• Shipping Damage: Broken in transit
• Manufacturing Defect: Product flaw
• Missing Parts: Incomplete product
• Not Working: Dead on arrival

Documentation Required

• Photos of damaged item
• Photos of packaging
• Video of defect (if applicable)
• Shipping label photo
• Any damage indicators

Immediate Actions

1. Don't throw away packaging
2. Document everything immediately
3. Report within 24 hours ideally
4. Don't attempt repairs

Resolution Options

• Replacement: New item sent immediately
• Repair: For repairable items
• Refund: Full refund including shipping
• Compensation: Additional credit for inconvenience

Late or Missing Delivery

Before Reporting

• Check tracking information
• Verify delivery address
• Check with neighbors/security
• Look for delivery notices
• Check safe place locations

When to Report

• 3+ days past promised delivery
• Tracking shows delivered but not received
• No tracking updates for 5+ days
• Package returned to sender

Investigation Process

1. digiMall contacts courier
2. GPS delivery verification
3. Delivery photo review
4. Driver statement obtained
5. Resolution within 48-72 hours

Order Issue Resolution Process

Step-by-Step Guide

1. 1

   Report Issue

   Use order page to report specific issue with evidence

2. 2

   Automatic Vendor Notification

   Vendor has 24 hours to respond with solution

3. 3

   digiMall Review

   If vendor doesn't resolve, digiMall team intervenes

4. 4

   Resolution Offered

   Solution proposed based on issue type and evidence

5. 5

   Implementation

   Refund, replacement, or other solution executed

Escalation Options

• Level 1: Vendor resolution (24 hours)
• Level 2: digiMall support (48 hours)
• Level 3: Management review (72 hours)
• Level 4: Executive escalation (rare cases)

Your Rights

• Full refund for unresolved issues
• Compensation for significant inconvenience
• Vendor accountability enforcement
• Platform guarantee protection

Prevention Tips

Avoid Issues

• Buy from verified, high-rated vendors
• Read product descriptions carefully
• Check seller return policy
• Document unboxing for valuable items
• Use escrow payment protection

Contact Support

Multiple ways to get help:

• Live Chat: Instant support 24/7
• Email: support@digimall.ng
• WhatsApp: +234 813 733 9579